Quality Analyst

Quality Analyst (QA)

OMR, Perungudi

Salary: 2.8 - 3 LPA

Roles and Responsibilities

• Monitor and analyze customer interactions (chats, e-mails, calls & social media posts) across

• various LOB’s

• Gives constructive feedback to associates and derive action plan

• Free flow written communication skills and excellent oral skills required

• Should be able to analyze gaps and strategize to meet KRAs

• Root cause analysis to identify opportunities to improve customer experience

• Provide actionable data to various internal support groups as needed through

  reports and analysis

• Understands process/function goals and help the team to achieve them

• Completing Call Monitoring and Feedbacks as per SLA or Internally defined

• Conducting Calibration Sessions and initiating Action Plans for reducing Variance

• Demonstrate expertise in functional knowledge and the ability to apply them in the

  aligned

• project

• Ability to coach associates and peers on Quality tools pertaining to the project

• Is able to understand the impact of individual performance to meet / improve own

  targets

• Coordinating with the client on process related issues & updates

• Ensure Adherence To Process Quality SLA's

• Listens & clearly presents information

• Presents appropriate information in a clear and concise manner, both orally and in writing.

• Takes others’ perspectives into account when communicating, negotiating or presenting

  arguments

• Adapts communication style to suit others

• Demonstrates high levels of integrity and personal standards in all work related situations

• Report to work at the agreed-upon time, ready to work with a cooperative and positive attitude

• Works with Cross-Functional Teams to ensure that both internal and external customer needs

  Education & Experience

• Graduates or Under Graduates.

• 2-3 Yrs. with financial/Telecom Product Selling background.

• 1 or more years in the relevant role.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 3 years of experience.